If your idea of offering good customer experience is based on the 4-star rating you just received, you may be in for a surprise, says Qaalfa Dibeehi, Forrester Research's Customer Experience lead for the EMEA region...
Following a breakfast break at the Principa-hosted presentation by Forrester Research on Friday, 20 February, Julian Diaz, head of marketing for Principa, introduced Dibeehi, author of Achieving Customer Experience Excellence and Customer Experience Future Trends and Insights.
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